A Reminder of "My Place"

A recent purchase came with the sad reminder the days of being a customer are long gone . . . Even in a rather high dollar purchase, there was absolutely no customer service, until the very end.   Every time I made a phone call, it was reminiscent of watching Gilligan's Island in syndication.  As I dialed the various phone numbers and was answered by the automated voice telling me that my call was important . . . just like watching the castaways, I knew at the end of that conversation, I'd still be right where I was when I dialed the phone.

It all began with the idea of installing a couple of carports.  I had spoken with a gentleman whose company builds wood structures, because he was now carrying carports as well.  He was honest and said, the installation crew kept their own schedule and didn't seem to be in much of a hurry to actually install them.  I appreciated his honesty and when I called again, he said he would be changing installation companies but that was still some time down the road.  This is where Morrie enters the picture.

Although I never did actually see Morrie, I picture him to be a rather large man that sits at a desk most of the day selling used cars and taking orders for carports, while surfing the internet for entertaining sites.  I feel relatively certain that in my deal, the only activity he performed was sending an email and dialing the phone.  Upon saying he'd email me the contracts for signature, he took all the pertinent information, including my credit card number.  Once I looked over the contract, I had second thoughts about the whole deal, so I called Morrie back.  As it turns out, Morrie had already processed my credit card for the 10% down payment upon order and has a no refund policy.  He also informed me that there was no need to even sign the contracts!  Great . . .

Not ready, yet, to feel stranded on the deserted deal, I decided to contact the main office by email.  For the response, I waited, and waited, and waited . . . Five days later, I found a phone number for customer service.  Although my call was important, I was on hold for thirty minutes, with the gals in the office checking on my periodically.  One asked me if she could take my number and have the service manager call me.  I said I'd waited almost a week for an email response.  I also told her, I could understand that their customer service department a.k.a. complaint department, would be overrun with calls.  Suddenly the service manager was available.  This conversation was even less encouraging than the one I had with Morrie.  Christopher gave me his personal email address, since the email on the main page was not monitored . . . He then informed me that he was aware of my order and had no control over Morrie's policies.  By the end of this episode, all I could think was, "I want my time back."

I was gone on a Thursday, when I got home to 5 messages from various offices involved in Eagle Carport, all telling me the construction crew was ready to install Monday, and to explain their payment policies . . . I just wanted a coconut cream pie and to talk to Gilligan.  By 4:30 Monday, no one had arrived.  Two more phone calls made to two more dead end responses . . . The woman promised to call back, but never did, and Morrie said, the day wasn't over yet!  At dusk, the crew arrived.  I told them it was too late to start working.  The first time I heard the term customer, was when the foreman said, "You're the customer, we'll detach the trailer and return in the morning."

The construction crew was wonderful, but I will sound the warning about Eagle Carports.  Even the construction foreman in his very heavily accented English stated there was a communication problem within the company, the franchises, and the instructions for the installation crew.  As they pulled out, I just shook my head in the realization that even with seemingly major purchases, we're no long customers, but consumers, and Eagle Carports remind me of my place in the transaction.

Strange Business Experience

I was in town the other day and decided I would stop in the jewelry store.  I'm not one to just shop and the jewelry dispersal amongst heirs is already written in my will, so I'm not really looking for any new pieces.  I wanted two silver chains, matching but of different lengths to replace a short one and a broken one.  There are two very different charms or pendants that I wanted to wear simultaneously, and to do so, required separate chains.  In my mind I'd "pull" the two very different pieces together with matching chains.  So, I stopped in the local, family owned jewelry store.  I used to think the third generation collapsed family businesses by spending profits rather than investing back into the business, but I witnessed another way, the third generation puts the family business out of business.

When I walked in, a nicely dressed young woman asked if she could help me.  I told her what I was looking for, and as we walked toward the display case, the owner acknowledge me, telling me he was eating lunch.  I didn't think much of it at the time, as he looked at his notepad and ate some sort of carry out.  As the young woman looked through the case for what I wanted, she asked her boss something.  He quickly walked over to where we were.  I made a light hearted comment about disturbing his lunch, to which he brusquely responded with an expletive and having thrown it away.  I wasn't sure what to do with that odd response as I'm in business myself and I'm old school.  When it comes to the customer, they come before break time.  I was sure his father and grandfather before him, also held to that business practice.

He then took over the sale, while talking over me as I attempted to ask a question three times.  He then got out his big catalogue showing me various sizes and strengths of chain while offering a completely ludicrous metaphor.  Just as he finally finished and I attempted to ask my question, yet again, a young lady walked into the store.  He turned around to ask his sales clerk what she wanted.  She was looking for a job.  He then proceeded to tell her the business next door was looking for help and he'd take her over there as soon as he "finished" with me.  He turned back around and asked me what my question was.  By that time, I'd forgotten, so that's what I told him.  I then said, it would be better to bring in the charms and pendants to get a better idea of what I was interested in.  He made some comment about increasing the cost of the sale and I simply thanked him for his time as I walked out.

The customer service I received, from the owner, was shocking.  Although I have a style all my own, the jewelry I wear is quite nice.  He should have taken note.  As I left, I thought of my dear Uncle Bert who owned a jewelry store and my friend from Temple, who also owned a jewelry store.  They would have never treated anyone that way, on the street, much less in their own store.  I'd have expected that sort of customer service from a teenager working in a jewelry kiosk at the mall.  That jeweler actually sabotaged his own sale . . .  So, I shrugged my shoulders and went on about my day.

After receiving a great discount from my computer guy, for debugging my laptop, my faith in the independent business man was renewed.  As the town checklist dwindled, I thought of the business that buys and sells precious metals and jewelry.  It's a father/son partnership and they're always quite customer friendly, even if they don't have what I'm looking for.  So, I stopped in.  The son was there and although it was also his lunch hour, was more than happy to leave his desk and come to the counter with a smile.  I asked him if he had any silver chains.  He immediately responded with, "not too many" as he placed the velvet box on the display case.   Are you ready?  There were two matching chains of different lengths, exactly what I was actually looking for.  Oh, and the price of estate silver versus new jewelry?  I bought both chains for less than the price of the smaller chain at the jewelry store.

As I headed home, I thought of the way the day had gone.  I expect to be treated impersonally, even as a pain, in large department stores and chains, but I make a point to take my business to the local independent business men.  I still will, but with or without a discount, I will absolutely patronize those who give good service!